General Information

Terms & Conditions​

Terms and Conditions for the Image Hosting Services

Terms and Conditions for the High Availability Option for Hosting Services

Updates​

We will ensure that any necessary security updates are made. If you're using a Monthly Rental Licence or use the optional Software Maintenance option, we guarantee to regularly update your system to the latest version to ensure you are using the latest technology and benefit from major software improvements. We will liaise with you regarding updates to ensure they fit into your production schedule.

Backups​

There is real-time data synchronisation between the different image servers. Each image server is physically located in a different data centre. This physical separation exists with almost all hosting customers. As a result, we had only minimal problems, for example, when one of the data centres fell victim to a fire in spring 2021.

In addition to this physical separation, there is also a 30-day backup of all image data, as well as a daily replica of individual clients on a fallback system.

Downtime​

As a rule, the image hosting services are available 24 hours a day, seven days a week. NeptuneLabs guarantees the availability class stated in the customer information. If no availability class is specified in the customer information or order, HRG class AEC-0 is deemed to be agreed.

High Availability Option​

In addition, we also offer high availability options for the servers. The guaranteed availability of the entire system is then 99.9% per month. This corresponds to a maximum downtime of 43.8 minutes per month.

NeptuneLabs guarantees a response time in the event of a fault via an emergency telephone number during working hours of one hour on weekdays, between 10:00 and 17:30. Outside these working hours, NeptuneLabs guarantees a response time of two hours. Alternatively, NeptuneLabs provides an emergency online system for the customer.